eJEBA
Vol. 7 No. 2 (2020): e-JEBA Volume 7 Nomor 2 Tahun 2020

Pengaruh Customer Relationship Management dan Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Media Advertising di Samarinda

Ade Saputri (Program Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda)
Syarifah Hudayah (Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda)
Zainal Abidin (Fakultas Ekonomi dan Bisnis, Universitas Mulawarman Samarinda)

Article Info

Publish Date
03 Sep 2020

Abstract

The purpose of this study was to analyze the effect of customer relationship management and service quality on customer satisfaction and loyalty of advertising media companies in Samarinda. The population in this study were customers of advertising media companies in Samarinda. Using accidental sampling, the sample in this study was 100 respondents. The analysis in this study is path analysis with the SPSS program. The results showed that CRM has a positive and significant effect on customer satisfaction, CRM has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty in advertising media in Samarinda city.

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Journal Info
eJEBA
Website

Abbrev

e-JEBAUJ

Publisher

Universitas Jember

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

-Journal Ekonomi Bisnis dan Akuntansi is a biannual double-blind peer-reviewed academic journal that is dedicated to publishing high-quality scholarly works on all disciplines of economics, business, and accounting studies. The objective of the Journal is to provide a leading forum for the ...